Star Spencer

Team Lead of Client Onboarding (Fidelity, Charles Schwab and TD Ameritrade):

• Managed team members case and workload, daily activities, service level agreement and quality review

Team Lead of Data Governance:

• Define Metrics, Strategy, Procedure and Process to measure progress with consistent and cohesive reports

Payment Operations:

• Process and approve various payment systems: Domestic or International Wire Transfers, Automated Clearing House “ACH”, Checks

• Educated and resolved clients concerns and issues about custodian account documents, balances and securities via chat and email
• Contributed to process improvements by sharing feedback from customer interactions with management teams.

• Developed a high-performing team by providing comprehensive training to internal partners, coaching clients, and performance evaluations.
• Managed money movement transactions, mobile deposits review, stop payments, homeless checks, New Account Opening, $250K above Deposit, and Employee Checks

• Managed ATM Network and Transactions by providing backup support for ATM inquiries and Outages monitoring downtime for each ATM, in conjunction with gather and balance ATM reports and GL accounts related to these reports daily
• Monitored fraud alerts and investigated suspicious activity, protecting customer accounts from unauthorized access or transactions.
• Collaborated with IT department to troubleshoot and resolve technical issues related to online banking platforms.

• Managed trial payments, collection calls and followed the customers loan to a successful permanent modification
• Communicated approval (offer) or decline decisions and explained trial modification process to the customer.
• Managed customer relations on ongoing basis to maximize customer retention.

Banker Services Professional/Executive Office:

• Managed Mortgages, Home Equity Loans and Lines of Credit products, policies and procedures
• Resolved escalated loan servicing inquiries about payments, loan documents and terms, taxes, insurance and other mortgage related concerns
• Processed request for Lien Release for Home Equity and Mortgage accounts and processed funding for Auto and CD Loan

Senior Lead Operations Specialist:

• Revised files and various systems for documents in credit/collateral files for repurchase loans
• Compiled missing documents and facilitate the submission of documents to avoid repurchasing loans

Customer Care Professional:

• Assisted customers with account concerns, loan application documents, closing accounts, and signing up for new services.
• Developed and maintained strong customer relationships, providing exceptional service and advice.